Knowledge-Centered Support (KCS)
Presenter
Judy Benda, Executive Director, HDI Training
Summary
KCS is a methodology specifically designed for support
centers, it represents a subset of the knowledge management practices
that a company might deploy. The KCS processes focuses on knowledge as
a key asset of the organization.
The idea behind KCS strategy is that of eliminating the
proverbial re-invention of the wheel, i.e. to solve a problem once and
use that solution as often as necessary. Adopting KCS has many
benefits, including: improving the efficiency of support center,
increasing customer satisfaction, and motivating support staff. Many
support and service organizations spend thousands of dollars each year
on technology and upgrades, with minimal return on the investment. This
presentation will summarize KCS, its benefits, and how adopting a KCS
strategy and shifting from the call-centric model to the
knowledge-centric model can dramatically improve your support
organization’s results.
Biography
Judy Benda, Executive Director, HDI Training, is a
respected leader in the service and support industry. An HDI-certified
help desk manager, Judy brings an impressive and diverse background to
HDI, with experience that encompasses help desk management, customer
service, sales, marketing, public relations, project management, and
process enhancement.
Day/Time
Wednesday, November 19, 2003 Time: 8:00 am - 10:30 am
Location
The Embassy West Hotel
1400 Carling Avenue, Ottawa
Fees
$15 for Members, $45 Non-Members
Includes Free Parking, and Breakfast
RSVP
To confirm your attendance e-mail at
hdi@magma.ca or call us at
(613) 860-3330. We ask you to RSVP at least 24 hours before the
meeting.
